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Service Delivery Manager
National Highways
Oversee maintenance and repair delivery across NW region, ensuring standards and customer service.
10d ago
Intermediate (4-7 years), Experienced (8-12 years), Junior (1-3 years), Expert & Leadership (13+ years)
Full Time
Warrington, Cheshire, United Kingdom
Field
Company Size
5,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Design
Technical Services
Turnkey
General Contractor
Sector Specialisms
Highway assets and design
Fencing and vehicle safety restraints
Electrical and land drilling
Road surfaces, paving and surface marking
Manufacturing, structures, fasteners and coatings
Temporary traffic management
Landscaping and environment
Tunnel management and incident management
Role
What you would be doing
supplier performance
customer engagement
performance tracking
root cause
maintenance planning
- Managing supplier performance to agreed contractual service level agreements, technical, quality and safety standards, including the investigation of breaches of service level targets and service non-availability, with the instigation of remedial activities.
- Manage local customer engagement and communication activities, as required, working closely with colleagues and contractors to identify and address service delivery requests and concerns, providing feedback in a timely and customer focused manner.
- Proactively tracking and monitoring the performance of the assigned contract scope, identifying performance trends, risks and issues.
- Analysing the root causes for performance issues and work with colleagues and supply chain to develop and implement remedial action plans.
- Overseeing the cyclical and reactive maintenance work plans for the designated Routes and ensuring the delivery of planned works whilst minimising customer disruption. This may include supporting the on-call rota and occasional nighttime site visits.
What you bring
customer liaison
technical policies
24/7 service
supply chain
engineering degree
- Experience of providing quality customer and stakeholder liaison.
- Strong understanding of relevant technical asset policies and strategies
- Proven experience in a fast paced, 24/7 service delivery environment
- Understanding of relevant supply chain contracts, and experience of budget, contract and supply chain management
- Engineering degree or relevant technical qualifications / accreditations
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
4,000 miles
Road Network
Controls England's Strategic Road Network, encompassing motorways and major A-roads.
1.8 km
Tunnel Length
Engineers iconic infrastructure projects, such as the Hindhead Tunnel beneath the Devil’s Punch Bowl.
4 million
Daily Journeys
Facilitates over 4 million daily journeys, carrying a significant portion of England’s traffic.
Two-thirds
HGVs
Handles two-thirds of England’s Heavy Goods Vehicle traffic, ensuring efficient freight movement.
- Fueled by multi-billion-pound Road Investment Strategies, it delivers major upgrades like the A14 bypass and the smart motorway spine.
- It engineers iconic projects—like the 1.8 km Hindhead Tunnel under the Devil’s Punch Bowl—and supports cutting-edge trials, including self-healing bitumen.
- Operators and uniformed traffic officers patrol 24/7 from control centres, managing incidents, warning drivers, and keeping traffic flowing.
- The authority sets design standards via the Design Manual for Roads and Bridges and publishes contract and maintenance frameworks used across the UK and Commonwealth.
- Regulated by the Office of Rail and Road and guided by multi-year funding cycles, it balances reliability, safety, innovation and value for taxpayers.
- Safety
- Integrity
- Passion
- Ownership
- Teamwork
- Safety, customer service and delivery (three imperatives)
67% reduction
Corporate carbon emissions
Aims to reduce corporate carbon emissions by 67% by 2025 compared to the 2017-2018 baseline.
~250 tCOâ‚‚/yr savings
Zero-emissions vehicle fleet
The company plans to deploy 307 new electric vehicles and plug-in hybrid electric vehicles (EVs/PHEVs), achieving annual carbon savings of approximately 250 tonnes of COâ‚‚.
82,000 vehicle miles saved
Low-carbon concrete and asphalt trials
Trials using low-carbon concrete and Foamix cold-mix asphalt recycling have saved approximately 82,000 vehicle miles, demonstrating commitment to sustainable construction practices.
95 biodiversity schemes
Environmental sustainability initiatives
The company has committed to delivering 95 biodiversity schemes as part of its environmental sustainability strategy, focusing on protecting and enhancing local nature and ecosystems.
- Net zero corporate emissions by 2030; net zero construction and maintenance emissions by 2040; net zero road-user emissions by 2050
- First roads organisation globally to achieve PAS 2080:2016 accreditation for carbon management
- All site plant and site cabins to be zero-carbon by 2030
- 100% electric non-traffic-officer vehicles by 2027; 100% electric traffic-officer vehicles by 2030
- Low-carbon concrete trials (e.g., M42 Junction 6) and Foamix cold-mix asphalt recycling 56% materials, saving ~82,000 vehicle miles
- Plans for micro-generation at depots, electric plant vehicles, electric HGV platooning trials
- Protecting/enhancing nature, carbon reduction, tackling local pollution, noise mitigation for >9,000 households
190+ first aiders
Mental Health Support
The company has 190+ mental health first aiders across various locations to support employee well-being.
1885 hours
Volunteer Contributions
Employee volunteering efforts contributed 1,885 hours to over 50 organizations, benefiting more than 3,500 individuals.
- Established employee networks led by executive sponsors to champion inclusion
- Public Sector Equality Duty focusing on changing behaviour, empowering colleagues, building awareness
- Flexible and hybrid working policies with right to request from day one
- No explicit gender statistics found
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